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TalkDesk is Easy To Use / Does Need Some Work
What do you like best about the product?
Call flows are easy to manage in the studio flow, configurations (once understood) are fairly easy to manipulate. Call recordings are easily accessible and reporting is simple.
What do you dislike about the product?
Connecting TD to SIP phones is possible but it does not work well, yet. We have faith that their awesome engineers will build a better backend process.
What problems is the product solving and how is that benefiting you?
Simplified call flow, centralized workforce management
Recommendations to others considering the product:
Ensure your teams take all the training necessary before implementing.
Talk desk is perfect for the workplace.
What do you like best about the product?
The ability to share conversations with more than one person at a time. Also being able to save the thread link and send to other teams for them to see the conversation. You're able to communicate with different departments in real time.
What do you dislike about the product?
So far, I like all the features. Everything is easy to use.
What problems is the product solving and how is that benefiting you?
I am able to get information from different department in different cities throughout the US. This is the best benefit to have when working for a big company.
Great for small businesses
What do you like best about the product?
I enjoy that I can see live reporting, agents who are live on the phone, and have a cold or warm transfer. Depending on the agent and call, these are very important to have.
What do you dislike about the product?
I do not like that we are not able to add better integration across different platforms with the API. I do wish that we had a better way to see reporting. There is a lot that you can do, but I wish that reporting was a bit more user friendly. It is not the most direct so it can be very confusing sometimes.
What problems is the product solving and how is that benefiting you?
We need multiple accounts to ensure all agents can answer calls. A great benefit is being able to split our account into our two departments.
Talkdesk provides complete visibility for your Team!
What do you like best about the product?
Talkdesk is very easy to set up and use. Default reports allows for visibility into teams performance and also provides a unique feature for monitoring calls and coaching.
What do you dislike about the product?
The Call log is not the best, but the phone application makes up for what the web access lacks.
What problems is the product solving and how is that benefiting you?
My Team is able to make and receive calls while logged into their work computer or while working from their personal cellular device with no issues.
Recommendations to others considering the product:
Keep innovating and providing quality service
very nice user friendly interface.
What do you like best about the product?
I enjoy pulling daily metrics and seeing our call volume. I enjoy also how user friendly the interface system is. We deploy medical personnel for emergency relief. Tal desk is helpful for our activations where we need to send whatever is need down to help the cause. We also enjoy activation leads being able to put people in the right queue and phone lines. This is helpful since we have different lines for different medical personnel clinical and non clinical staff.
What do you dislike about the product?
Sometimes the queue messes up and drops people out. Other than that I really enjoy talk desk. I feel that other than the brief hiccups we have with talk desk they are a great company and they have fast and helpful talk desk support.
What problems is the product solving and how is that benefiting you?
Having so many in the queue at once sometimes creates issues where people calling get dropped or have issues calling in or sometimes metrics will be down to wear we can not pull daily metrics. Talk desk support is very fast and on it so that any problems get fixed very quickly. They also update us very accurately and helpful regarding issues that surface and have extremely good communication to help awareness.
Recommendations to others considering the product:
Some recommendations for others to consider talk desk is to evaluate what your company needs and talk to talk desk and see if they can adapt.
UC Talkdesk review
What do you like best about the product?
I like having the capability that we have to record all calls - this is a great feature being able to review calls. It's also great being able to know when my coworkers are available, by looking through Talkdesk since we are all working from home.
What do you dislike about the product?
I don't really have any issues with Talkdesk. If I just have to put one it would be, since it's used with the internet and my computer, if I have any issues with either, I then have issues with Talkdesk.
What problems is the product solving and how is that benefiting you?
Once again, I would say the accountability with the recorded calls. Also, if you don't remember something a customer said, it's great to be able to go back and listen. Also, being able to link Talkdesk with Saleforce is a great feature as well.
The system is very easy to use and functions very well
What do you like best about the product?
I like how you can access everyone's calls, from a business perspective this is great for call listening
What do you dislike about the product?
We have been experiencing a couple of technical issues recently when the system is down, but this is very rare!
What problems is the product solving and how is that benefiting you?
Having Textline attached to Talkdesk it's a great communication platform
TalkDesk Experience for Sales Reps
What do you like best about the product?
Talkdesk Click-to-dial is convenient, also call transferring is incredibly simple. I like the ease of use, ability to log notes live and sync with salesforce. salesforce integration is most important, we can check to see what contacts have been contacted, view notes, and link our conversations to sales force contacts. This allows for great reporting and analytics for the team. It is also very easy for our team to see which agents are online, available for transfer, etc. This is great for live transfers and managerial purposes.
What do you dislike about the product?
Occasionally "fetching data" screen occurs and inhibits ability to answer calls. Sometimes we also run into issues when connectivity issues occur or the site goes down. Overall, though I wouldn't say these are that inhibiting or even all that common. Sometimes also, it is difficult to check voicemail status within the website application when forgetting about it. If there was a way for voicemail inbox or even just notifications of open voicemails into callbar, this would be incredibly helpful.
What problems is the product solving and how is that benefiting you?
Ability to move customers through our system, and log notes in call. Major benefits include Rules of Engagement clarity, as we can see if a contact has been touched, read notes, and view contact history all within the same salesforce contact view. We solve the issue of outbound queue voicemailing too. Transferring support calls to our queue allows customers to create a ticket via voicemail and we can then reach out to them that way.
Recommendations to others considering the product:
I recommend TD to users for its ease of use and lack of issues overall.
Talkdesk is the best voice communication tool I've used in a long time.
What do you like best about the product?
Talkdesk makes it easy to route incoming calls to the proper agents and monitor voicemails. Especially helpful are the phone recordings and the ability to add notes to the phone calls as easy reference for the next agent. Seeing the call history on one page and listening to past calls gives the agent an account of the customers issues so they are ready to help.
What do you dislike about the product?
If the quality of the internet is not optimal, the phone quality and recordings may not be ideal. I find it difficult to find the notes that my coworkers have made on previous calls when talking to a client - it would be ideal if the notes were accessible while I was on the call. Talkdesk does not refresh on it's own - I must manually refresh to see if I have received new calls.
What problems is the product solving and how is that benefiting you?
We are able to listen to past calls and review weak points with our agents to make them better customer care specialists. The ability to view call history and listen to previous calls helps to give the customer a better experience because they do not need to tell their story to another agent, I am able to pick up where the last agent left off.
Recommendations to others considering the product:
Talkdesk is great for any business who have more than one agent answering the phone that might need a central place to leave notes and messages for the next agent. This allows for a more cohesive experience for the customer as agents can be briefed by the messages and previous calls as to the concerns of the customer. Talkdesk is also accessed on the web and therefore requires no wires or landline equipment.
Talkdesk Usage
What do you like best about the product?
Very easy to use, data collection is accurate and user friendly
What do you dislike about the product?
It lags sometimes and the live reporting sometimes is inaccurate
What problems is the product solving and how is that benefiting you?
Used for business partners communication
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